Support Program Features

Features and Services

Service Features

Coverage and Access¹	24x7 telephone support with an average 90-second response¹ Electronic incident submission with a 2-hour response by telephone or email
Direct to Level Two Support for Incidents	Technical incidents are routed directly to Level Two support analysts, bypassing Level One support associates

Preventive Service

Support Service Specialist (SSS)	When an issue is escalated to the SSS group, an available SSS will contact you to understand your issue and engage the appropriate technical resources To engage a Support Service Specialist, click on the Support Service Specialist button that appears on your ticket 24 hours after submission. You can’t escalate an issue to a Support Service Specialist in the first 24 hours following submission of a ticket
System Health Checks	Submit your BlackBerry® Enterprise Server log files (from up to 5 different servers) for review twice per year to determine areas within your technical environment that are the likely cause of existing issues and/or items that may cause potential issues in the future A technical resource will run your BlackBerry Enterprise Server log files through a health check utility, which analyzes the files to identify trends, common error messages and other key data points to identify environmental and mail delivery/latency issues
Quarterly Support Summary Review Call with SSS^2,3	The SSS will initiate a quarterly 30-minute call to review a summary report of the incidents submitted during that period and allow your Named Callers to provide feedback about the services delivered
Assigned Partner Solution Architect (PSA)	Your PSA can be consulted for guidance on building your infrastructure, documents and white papers on areas such as best practices and answers to technical inquiries Note: PSAs aren’t technical support reps and can’t provide incident support

Value-added Features

BlackBerry Expert Support Center	A secure, online resource center for Named Callers that provides access to: Create and Manage Service Requests — Named Callers may create, view and add comments to open service requests associated with their support subscription Enterprise Activation Readiness Tool — Verify that a BlackBerry smartphone is ready for the enterprise activation process by running 3 online tests Product tutorials and archived BlackBerry Technical Support webcasts The BlackBerry Technical Knowledge Center and software documentation
Free BlackBerry Certification Exam Vouchers	BlackBerry Certification vouchers give Named Callers free access to register for BlackBerry Certification Program exams
Discount on Onsite and/or Open Session Training	Receive a 50% discount to attend instructor-led training at open sessions in your region or onsite at your location
Discounted Hosting Cost	$2.70/user/month discount on the Hosted BlackBerry® services license fee, provided an annual volume commitment of 10,000 new users is met If you’re not able to meet your volume commitment, you’ll be required to join a lower program tier for the next membership year
BlackBerry® Solve newsletter	Premier edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues View the most recent edition of the BlackBerry Solve newsletter
BlackBerry Technical Support Webcast Series	Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios Register for the BlackBerry Technical Support Webcast Series
Named Callers	Designated technical contacts within your organization who are authorized to contact BlackBerry Technical Support 20

Learn More

¹
The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
²
A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and Research In Motion (RIM) for this service to take place.
³
A Valid Non-Disclosure Agreement required between the subscribing organization and RIM.